HMC (KIMBERLEY) LIMITED trading as Hama Medical Centre DIGNITY AND RESPECT POLICY Reviewed August 2014 by Reception Manager (Dignity and Respect Champion) Next Review: August 2016 or sooner Policy located on shared drive Protocols and protocol file located in reception office
Contents Page Number 1. Introduction 3 2. Policy Statement 3 3. Definition 3 4. Scope 4 5. Roles and Responsibilities 5 6. Dignity Poem 6
1) INTRODUCTION The purpose of this policy is to ensure that every patient who accesses the services of Hama Medical Centre experiences the highest standards of dignity and respect from every member of staff. Respect for dignity is seen as important by everyone in Hama Medical Centre in their dealings with patients. 2) POLICY STATEMENT Hama Medical Centre is committed to constantly improving our relationship with patients and their families and/or carers. Patients often come into contact with services when they are at their most vulnerable. Hama Medical Centre is committed to ensuring that patients have good, positive experiences and feel valued and cared for throughout the time that they receive our services. The aim of this document is to provide a framework for improving the patient experience in all care situations. The framework has been developed around 10 Key Challenges of the Dignity Challenge as a clear statement of what people can expect from our services: Have zero tolerance of all forms of abuse Support people with the same respect you would want for yourself or a member of your family Treat each person as an individual by offering a personalized service Enable people to maintain the maximum possible level of independence, choice and control Listen and support people to express their needs and wants Respect people s right to privacy Ensure people always feel able to complain without fear of retribution Engage with family members and carers as care partners Assist people to maintain confidence and a positive self-esteem Act to alleviate people s loneliness and isolation 3) DEFINITION Dignity consists of many overlapping aspects involving respect, privacy, autonomy and self-worth. The meaning of dignity used in this policy is based on a standard dictionary definition: a state, quality or manner worthy of esteem or respect. Dignity therefore means the kind of care, in any setting, which supports and promotes, and does not undermine, a person s self-respect regardless of any difference. While dignity may be difficult to define, what is clear is that people know when they have not been treated with dignity and respect (Social Care Institute for Excellence 2006) It is recognised that people are cared for in a variety of settings and this policy should apply in all situations where care is provided. The term patient also includes service user, consumer, client etc. For brevity the term patient will be applied to cover all of these unless otherwise stated.
4) SCOPE Every member of staff has a duty to ensure that all people who receive services from Hama Medical Centre is treated with dignity and respect. Hama Medical Centre expects all staff to recognise and challenge poor practice and behaviours where they exist, by adopting the Dignity Challenge approach. The following provides more detailed explanations of the 10 key elements of the Dignity Challenge that describe what service users and staff can expect. 1. Have a zero tolerance to all forms of abuse Providing care and support in a safe environment, free from abuse. It is recognized that abuse can take many forms including physical, psychological, emotional, financial, sexual, neglect and ageism. 2. Support people with the same respect you would want for yourself or a family member Caring for people in a courteous and considerate manner, ensuring time is taken to get to know people. Those receiving services are helped to participate as partners in decisionmaking about their care and support. They are encouraged and supported to take responsibility for managing their care themselves in conjunction with care staff and other information and support services, when needed. 3. Treat each person as an individual by offering a personalised service The attitude and behaviour of staff help to preserve the individual s identity and individuality. Services are not standardised but are personalised and tailored to each individual. Staff take time to get to know the person receiving services, and agree with them how formally or informally they should be addressed. 4. Enable people to maintain the maximum possible level of independence, choice and control People receiving services are helped to make a positive contribution to daily life and to be involved in decisions about their personal care. Care and support are negotiated and agreed as partners. People receiving services having a maximum possible choice and control over the services they receive. 5. Listen and support people to express their needs and wants Provide information in a way that enables a person to reach agreement in care planning and exercise their rights to consent and treatment. Openness and participation are encouraged. For those with communication difficulties or cognitive impairment adequate support and advocacy are supplied. 6. Respect people s right to privacy Personal space is available and accessible when needed. Areas of sensitivity which relate to modesty, gender, culture or religion and basic manners are fully respected. People are not made to feel embarrassed when receiving care and support.
7. Ensure people feel able to complain without fear of retribution People have access to the information and advice they need, including advocacy. Staff support people to raise their concerns and complaints with the appropriate person. Concerns and complaints are respected and answered in a timely manner. 8. Engage with family members and carers as care partners Relatives and carers: Experience a welcoming ambience and are able to communicate with staff as contributing partners Are kept fully informed and receive timely information Are listened to and encouraged to contribute to the benefit of the person receiving services 9. Assist people to maintain confidence and positive self-esteem Care and support encourages people receiving a service to participate as far as they feel able, which develops self confidence, actively promoting health and well-being. Adequate support is provided for eating and drinking where appropriate. 10. Act to alleviate people s loneliness and isolation People receiving services are encouraged to maintain contact with the outside community. Staff help people receiving services to feel valued as members of the community. 5) ROLES AND RESPONSIBILITIES Every member of staff has a duty to ensure that all people who receive services or who work within Hama Medical Centre are treated with dignity and respect. Hama Medical Centre expects all staff to recognise and challenge poor practice and behaviours where they exist, by adopting the Dignity Challenge approach. Management Responsibilities The Practice Manager has a general responsibility to ensure that all patients and staff are treated with dignity and respect. The Practice Manager and Reception Manager must be aware of the Dignity Challenge and ensure that all relevant staff are familiar with the contents of this policy. The Practice Manager must provide staff with the opportunity to provide evidence of application of the policy within the Personal Development Review process. The Practice Manager must identify a Dignity Champion within the team who has specific responsibilities for ensuring the Dignity Challenge is implemented. The Dignity Champion for Hama Medical Centre is Lisa Chevalier-Crampton, Reception Manager. 6) EQUALITY AND DIVERSITY STATEMENT Hama Medical Centre aims to design and implement services, policies and measures that meet the diverse needs of our service, population and workforce, ensuring that none are placed at a disadvantage over others. 7) EDUCATION TRAINING PROGRAMME The Dignity Challenge is an integral part of Induction package for all new staff. This will enable Hama Medical Centre to set standards of behaviour from recruitment.
Dignity poem A dignity champion who observed some poor practice in their workplace was so upset that she wrote the following poem. Which we think is a wonderful way of getting the message across and we reprint it here. It also started a discussion on the forum on the website which is yet another way that something like this can get the message across to a whole range of 'ears'. Please, dear, take your time with me I'm not as fast as I used to be... My mind is willing, my body is weak But do you realise that when you speak? "Morning love, it's time to get up" Covers back, no tea in my cup... I know I'm slow, I really try But gone are the days when I could fly... Up at dawn, housework fun Kids all sorted, shopping done... Washing dried and put away Dinner made for 6 today... One by one, they all left home Leaving me and my beloved all alone... A year or two was all we had Then my love died and I was sad... I couldn't eat, I couldn't cope I couldn't bring myself to hope... My days were dark and I got ill My tears were many, my screaming shrill... "Mum, we're really worried about you, So listen to what we will do... There's a home, not far, it's nice, you'll be fine We're going there tomorrow at nine" So here I am, possessions few I rarely get many things new... The years I gave, they seem in vain I don't know when you'll visit again... I've done my job, I've lost my worth What reason is my being on Earth? I sit, I rock, I stare and gaze These are the things that fill my days... I wonder if you would be feeling blue If you were me and I were you... All I ask is small, really Please, dear, take your time with me...